Call Synthesis Outbound
After writing Breadstream:Weblab, my partner asked for my help in designing an interface for telemarketers; a part of his genius plan to sell the damn thing. After about a month of development, it was revealed that the developer who was desiging the dialer bailed, thus the project couldn't go any further.
This is an object-oriented app in PHP with a mySQL database, it uses DOM and AJAX.
This tight app actually has numerous features not immediately attached to telemarketing: a Knowledge Base, a Food Chain metric, and announcement feeds.
This page condenses all of the important info before you continue. This app is intended to work with across multiple companies, thus a "network annoucements" news feed. There is a "Company Announcements" area for intra-business news. This page also shows the user his Weekly and Daily Statistics. Once the user has drank this up, he can decide on the next option to take in the intuitive "What would you like to do?" area.
Since telemarketting is the lowest rung of society, this system is equipped with a searchable user-generated knowledge base.
Incidentally, this is the first report of metrics I've designed. My job at Surf Merchants was almost exclusively designing custom reports. Users can view daily, weekly or monthly reports of the ladder in the selected campaign.
This is the heart of the application.
First a user selects the campaign/priority. Then the system finds the next customer in the line. It shows the customers time in real time, as well as their location, etc. Hitting the dial button would then call the user, and begin recording the length of the conversation. Meanwhile, the "Call Summary" tab will appear, where the user can jot down notes. Based on the conversation, or lack thereof, the user enters in the "Result Code".
The next part depends on the result code.
Per Callback/Scheduled Payment
These prompt the user with a set of date/time fields. The user/customer timezones determine the times, which is helpful to coordinate another time. Once the call is made, its finished and stored in the database.
Sale
This is a simple e-commerce system. Based on the campaign, it will find a list of categories/products; the user selects the customer's selected products, puts in the quantity, etc.
The Order form is pre-populated with the customer data. The user then enters the customer credit card/e-check info and updates any of the Shipping/Billing info that is incorrect. The user has the ability to process the order while the customer is still on the phone. Once its processed, the call is finished and stored in the database.
Not Home/Not Interested/Remove
Nothing exciting, just processes the call, and moves you to the next.
When the call is complete, regardless of the response, it takes you to the next caller in line; it takes into account that other users are in the campaign.
Users can set their name,password,email, etc. Each is individually editable via AJAX. Most importantly, they can set their Timezone. The timezone is a fundamental part of this application.
I felt like I sold my soul to the devil; not even for that much. In actuality, the project died and I didn't get paid. This has been a shing example of my steadfastness and intrinsic drive toward a goal, in spite of reaping no reward.
This is an object-oriented app in PHP with a mySQL database, it uses DOM and AJAX.
Features
This tight app actually has numerous features not immediately attached to telemarketing: a Knowledge Base, a Food Chain metric, and announcement feeds.
Lobby
This page condenses all of the important info before you continue. This app is intended to work with across multiple companies, thus a "network annoucements" news feed. There is a "Company Announcements" area for intra-business news. This page also shows the user his Weekly and Daily Statistics. Once the user has drank this up, he can decide on the next option to take in the intuitive "What would you like to do?" area.
Knowledge Base
Since telemarketting is the lowest rung of society, this system is equipped with a searchable user-generated knowledge base.
Food Chain
Incidentally, this is the first report of metrics I've designed. My job at Surf Merchants was almost exclusively designing custom reports. Users can view daily, weekly or monthly reports of the ladder in the selected campaign.
Dialer
This is the heart of the application.
First a user selects the campaign/priority. Then the system finds the next customer in the line. It shows the customers time in real time, as well as their location, etc. Hitting the dial button would then call the user, and begin recording the length of the conversation. Meanwhile, the "Call Summary" tab will appear, where the user can jot down notes. Based on the conversation, or lack thereof, the user enters in the "Result Code".
The next part depends on the result code.
Per Callback/Scheduled Payment
These prompt the user with a set of date/time fields. The user/customer timezones determine the times, which is helpful to coordinate another time. Once the call is made, its finished and stored in the database.
Sale
This is a simple e-commerce system. Based on the campaign, it will find a list of categories/products; the user selects the customer's selected products, puts in the quantity, etc.
The Order form is pre-populated with the customer data. The user then enters the customer credit card/e-check info and updates any of the Shipping/Billing info that is incorrect. The user has the ability to process the order while the customer is still on the phone. Once its processed, the call is finished and stored in the database.
Not Home/Not Interested/Remove
Nothing exciting, just processes the call, and moves you to the next.
When the call is complete, regardless of the response, it takes you to the next caller in line; it takes into account that other users are in the campaign.
Edit My Account
Users can set their name,password,email, etc. Each is individually editable via AJAX. Most importantly, they can set their Timezone. The timezone is a fundamental part of this application.
Afterword
I felt like I sold my soul to the devil; not even for that much. In actuality, the project died and I didn't get paid. This has been a shing example of my steadfastness and intrinsic drive toward a goal, in spite of reaping no reward.
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